Technology Support II - Problem Management
Technology Support II - Problem Management
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Job Description
Join our dynamic team to innovate and refine technology operations impacting the core of our business services.
As a Technology Support II and Problem Manager within Consumer and Community Banks Technology team you will be responsible for the management and oversight of enterprise Problem Management. You will work alongside the IT Operations organization to manage and investigate service-impacting problems across all systems ensuring system uptime and reliability. You will prevent re-occurring issues through proactive reviews of problem records and tracing of action items.
Job Responsibilities:
- Capture and analyze IT service outages using a standard ITSM suite
- Logging and analysis of Problem tickets ensuring that all relevant details are captured and that Problem are a useful reference point for enhanced problem management.
- You will also have a keen interest in the infrastructure and applications that are owned and managed by the organization using technical knowledge to leverage other teams expertise where necessary.
- Chair and minute Problem management meetings
- Work with colleagues across Technology Operations and other departments within the organization to plan and develop long term solutions to business impacting events
- Produce reports in order to measure service and system reliability and to milestone developments and improvements
- Be responsible for the journey problem tickets from start to finish
- Escalates to Manager of Problem Management when there is a lack of response from Level 3 Rotational SMEs or Level 3 technical teams in problem reviews.
- Coordinates with Technology Vendors as required in resolving the Problem (in performing resolutions within their approved limits of technical permissions).
- Responsible for performing ticket closure activities (ensuring the Problem ticket is placed in a Status of Resolved or Closed at first eligibility and performs a QA of the ticket prior to closing to ensure conformance to the Standards of Use policy).
- Communication: Provides information concerning resolved Problem to the Business Continuity department for external reporting to Customers.
Required Qualifications Capabilities and Skills:
- 2 years of experience or equivalent expertise in troubleshooting resolving and maintaining information technology services.
- In-depth in experience in operationally managing one or more of the following technical disciplines:Windows Server Admin Unix/Linux Server Admin Oracle Database Admin MS SQL Database Admin Network Admin (LAN / WAN / VPN) Oracle Weblogic Admin Internet Information Server Admin (IIS) Apache Web Server Admin F5 Load Balancing Admin or Enterprise Storage Administration.
- Proven experience Problem Management.
- Strong process orientation with solid attention-to-detail skills
- Ability to work in a complex fast paced and rapidly changing business environment
- Excellent analytical and problem solving skills
- Proficiency with Microsoft Office tools (e.g. Visio Outlook Word Excel and PowerPoint)
- Proficiency with ServiceNow
Preferred Qualifications Capabilities and Skills:
Professional ITIL certifications (within last 18 months)
Practical experience with public cloud.
Employment Type
Full-Time
